Call Center - Member Contact Center Team Lead - Full Time - Remote (AK,AZ,NV,TX,WA,WY)

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Reporting to the Member Contact Center Manager, the Member Contact Center Team Lead assists with managing the day-to-day operation of the Contact Center staff.  This role also includes assisting in Contact Center staff development to ensure the delivery of quality service supportive of our organizational strategy, attainment of goals as well as the adherence to credit union policies and procedures.  The Contact Center Team Lead is also charged with upholding a Member Centric environment focusing on enhancing the member experience and would serve as acting manager in the absence of the Contact Center manager. 

Responsibilities: 


* Assist with monitoring the day-to-day operations of the Contact Center to help ensure that sales and service level agreements are met.  Assists with for scheduling, reporting, resolving escalated issues, staff development, schedule adherence, and projects as assigned.  Assists Manager with the development and revision of Contact Center directives/procedures, ensures proper staff communication and adherence to policies and procedures.  Monitors calls for quality and training purposes.


* Assists Contact Center Manager with developing, mentoring, motivating, coaching and monitor performance to enhance service and performance results.

Assists with the development of annual performance goals, input and recommendations for training plans, performance evaluations and appropriate personnel actions for each direct report.


* Other: Develops effective working relationships with internal partners.

Ensures that operating procedures are followed to minimize security risk, protect corporate assets, and attain a satisfactory rating on internal audits.

Adheres to all risk management guidelines and complete all required compliance training within time frame provided. 


* Performs necessary adjustments/corrections on member’s accounts.

Including written follow up via email or letters. 


*  Acting Manager in absence of Manager for Contact Center 


* Assists staff with routine duties as time allows and provides coverage when there are staff shortages this includes working Saturdays 


* Supports and participates in continuous improvement activities. 


* Represents the Credit Union in a positive and professional manner. 


* Other related duties as assigned. 


* Maintains member and other sensitive information with confidentiality. 


* Treats all co-workers and members with respect. 

Qualifications:


* 3 to 5 years of demonstrated progressive credit union or related banking experience is required (with at least 2 years in a Sr.

level role)  


* Previous customer service experience.

Aptitude for problem solving. 


* Comprehensive knowledge of products and services.

Ability to deal with a constant influx of telephone calls and interruptions


* Thorough knowledge of ...